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CX Dashboard

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Home

A collection of your top metrics.

Connected to Retell AI

Stats

Calls Attempted

500

+6.0% vs prior

Calls Picked Up

455

+4.0% vs prior

Abrupt Hang Up

44

-10.0% vs prior

Escalations

18

-12.0% vs prior

Total Minutes

1,675

+8.0% vs prior

Avg Duration (s)

221

+3.0% vs prior

Insights

Sentiment

Distribution of caller sentiment across handled calls.

65.1% Happy 25.5% Neutral 9.4% Unhappy

Conversation Flow Funnel

Caller retention through each stage of your preconfigured conversation flow

Note

in User Info Collection.
Prioritise prompt tweaks or agent coaching here to improve conversion.

Top Topics

Most common intents for the week.

Escalations

Week-over-week escalations and drivers.

This week

18

Trend vs prior

-12.0% vs prior

Top Reasons

Assessment Submission Errors 7
Billing Entitlement Sync 6
2FA Deliverability 4

Frustrated Customers at Risk

Highest frustration scores with summaries for QA follow-up.

Nina T.
›
Resolved
No response from financing after multiple emails; created ticket and provided callback window.

Call ID

C-1297

Duration

335s

Sentiment

86.0/100

Recommended action

Set SLA for financing responses; add status auto-replies.

Call Recording
Omar E.
›
Escalated
Assessment page crashes on submit; captured error and escalated to engineering.

Call ID

C-1308

Duration

298s

Sentiment

83.0/100

Recommended action

Hotfix assessment submission; add fallback form.

Call Recording
Jade W.
›
Escalated
Payment posted, but dashboard entitlement stuck on Trial; transferred to billing.

Call ID

C-1272

Duration

276s

Sentiment

81.0/100

Recommended action

Add webhook retry for failed entitlement syncs.

Call Recording
Tom C.
›
Resolved
Conflicting program durations across documents; clarified correct value and filed doc fix.

Call ID

C-1269

Duration

262s

Sentiment

79.0/100

Recommended action

Unify program duration across docs; add content owner.

Call Recording

Top Questions

Frequently asked customer questions.

Do you have a job guarantee? 28

Frequency: 28 mentions in period

Example calls

Call C-1310 — Is the job guarantee automatic or do I need to opt in?

How does the payment plan work? 24

Frequency: 24 mentions in period

Example calls

Call C-1297 — I've emailed three times about financing and no one replied.

What are the prerequisites for the course? 21

Frequency: 21 mentions in period

Example calls

Call C-1267 — Where do I upload my project for review?

How long is the program? 19

Frequency: 19 mentions in period

Can I switch tracks (e.g., DS to FE)? 15

Frequency: 15 mentions in period

Example calls

Call C-1303 — I'm in DS but think FE is a better fit.

Confused Callers

Improve documentation around these topics.

Alex R.
›
Escalated
2025-08-03T14:22:10Z

Applied last week; cannot find the assessment link.

Call ID

C-1301

Duration

312s

Sentiment

n/a

Transcript excerpt

“I applied last week but can't find the assessment link.”

Call Recording
Priya S.
›
Escalated
2025-08-05T08:05:44Z

Enrolled in DS but onboarding email says Frontend; needs correction.

Call ID

C-1294

Duration

284s

Sentiment

n/a

Transcript excerpt

“I signed up for DS but the email says Frontend.”

Call Recording
Chen L.
›
Resolved
2025-08-02T18:10:47Z

Needs location to upload project for review.

Call ID

C-1267

Duration

238s

Sentiment

n/a

Transcript excerpt

“Where do I upload my project for review?”

Call Recording
Sara K.
›
Escalated
2025-08-03T11:40:13Z

Cannot log in due to missing 2FA code delivery.

Call ID

C-1279

Duration

229s

Sentiment

n/a

Transcript excerpt

“I can't log in; it keeps asking for a code I never get.”

Call Recording

Agent Repetition

Repeated phrases within a single call that can make the interaction feel robotic.

Call C-1304

“Let me check that for you”

Context: Let me check that for you — pulling up your enrollment.

4×
Call C-1288

“One moment while I pull that up”

Context: Repeated during multiple checkpoints.

5×
Call C-1275

“Does that answer your question?”

4×
Call C-1299

“I can help with that”

6×
Call C-1266

“Please hold while I check”

5×

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